Service Delivery Manager

We are looking for an experienced Service Delivery Manager, passionate about his business customers and their experience. 


You will help to build the foundations of our Service Management practices. You will own and manage one or multiple processes, particularly Incident, Problem and Change Management. You will be working with our Tech teams to develop fit for purpose processes for a regulated but agile environment. You will implement those processes in Jira Service Desk. You will have an outstanding impact on our Tech services and our customer experience.

Technical skills

  • ITIL qualified (v4 preferred)
  • Working understanding of ITIL principles and concepts
  • Experience working in a similar role in an agile business providing external customers services
  • IT literate with a working understanding of web application & Infrastructure technologies, principles and concepts
  • Strong senior stakeholder management skills, capable of asking the ’right’ questions
  • Previous experience in building from the ground up and implementing incident, problem and/or change management processes and obtaining cultural buy-in
  • Experience in using Jira Service Desk (preferred)
  • Experience of working with international teams (desirable)

You will

  • Own one or multiple operational processes (Incident, Problem and/or Change Management)
  • Document, and continuously develop these processes based on feedback and data
  • Communicate them and educate all teams involved to drive engagement (Tech and Business)
  • Manage & Run operationally one or multiple processes (as Problem Manager and/or Change Manager)
  • Problem Manager — Spearhead Problem investigations workshops, root cause analysis. Report and present RCA to senior stakeholders. Record & track corrective actions
  • Change Manager — Chair CABs for relevant changes, assess Impact & Risk, advise on readiness, communicate to stakeholders and get relevant approvals. Ensure process is followed
  • Drive implementation of processes into Jira Service Desk with the collaboration of other Tech teams
  • Develop KPIs to measure performance of processes
  • Report on those KPIs on a weekly/monthly basis
  • Conduct Incident, Problem & Change trend analysis to identify potential problems and propose solutions working across teams
  • Participate in the development of an effective reactive, proactive and preventive operational model to reduce downtime of services to customers

We offer

  • Friendly environment and team
  • High compensation
  • Flexible schedule for keeping a work-life balance
  • A completely remote type of job or the mix of remote and office work
  • Additional options in the form of health insurance / sports / equipment
  • English-speaking club with a native speaker.

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